topic Re: No Super User to authorise my Support Portal account in General Topics

No Super User to authorise my Support Portal account

JohnDevlin — Thu, 02 Mar 2023 13:04:49 GMT

Hello.

I need to download the PaloAlto Terminal Services user-id agent.

To download this agent, I need to have a PaloAlto Customer Support Portal account.

I went through the process of setting up a Support Portal account, using my device serial number and customer number.

Unfortunately, I get a message saying my account expired or was not yet authorised by a Super User.

Nobody in my team is a Super User, including my line manager and my organisation's head of IT.

Therefore, I am now stuck, not being able to proceed, and I have a colleague who has scores of users with Internet access issues on their remote desktop sessions.

There is no phone number to call, there is no live chat, so I'm hoping somebody here can tell me what the best way to proceed is please.

Yours hopefully,

John Devlin.

Re: No Super User to authorise my Support Portal account

TomYoung — Thu, 02 Mar 2023 13:51:12 GMT

Hi @JohnDevlin ,

Fill out this form, and a case will be created and you will receive an email. https://www.paloaltonetworks.com/services/support/login-assistance

If you ever forget the URL, you can reach it by clicking on the login box "Need help signing in" > Contact Support > Need Login Assistance.

Thanks,

Tom

Re: No Super User to authorise my Support Portal account

JohnDevlin — Mon, 06 Mar 2023 09:23:35 GMT

Tom,

Thank you very much for your help.

Kind regards,

John Devlin.